About the Role:
As the Associate Director of Customer Success will play a crucial role in fostering strong relationships with our clients in Europe, ensuring their ongoing satisfaction and success with our MarTech solutions. You will be responsible for driving value realization and growth for CleverTap. Your primary targets are to retain and expand the CleverTap business by effective Account and Success management.
What will you do:
- Customer Relationship Management:
Build and nurture strong, long-lasting relationships with key clients in Europe. Together with your team you will be the main point of contact for clients, understanding their business objectives, and aligning our solutions to meet their needs.
- Account Management:
Strategically manage and grow the portfolio of Enterprise accounts, driving upsell and cross-sell opportunities with current customers. Collaborate with the marketing team to develop campaigns and initiatives aimed at increasing customer engagement and product adoption.
- Customer Success Oversight:
Develop and implement customer success strategies to maximize client retention and satisfaction.
- Team Management:
Lead and mentor a team of Customer Success Managers (CSMs) to ensure high-performance levels. Provide guidance on account management strategies and customer success best practices. Conduct regular team meetings to foster collaboration, share insights, and address challenges.
What we are looking for?
Must have:
- Overall 8-10 years of experience in a similar or customer facing role & at least 1-2 years in leadership role.
- Experience in SaaS
- Experience in digital/mobile marketing
- Experience in management positions
- Excellent interpersonal skills
Good to have:
- Strong communicator in both presenting and writing
- Highly consultative approach with savvy business acumen
- Persistence to build relationships where none exists
- Ability to multi-task and prioritize
- Strong technical aptitude and ability to learn
Measures of Success:
- GRR (Gross Retention Rate) & NRR (Net Retention Rate)
- Customer Delight Score (NPS, CSAT)
- Product Adoption & Consumption - breadth and depth
Who will you report to: VP Customer Success
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities
What is working at CleverTap like?
- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Teamwork trumps individual success
- You are passionate about experience technology and its impact on enabling growth
- Innovate at scale, with learning opportunities and having fun along the way!
About the Function:
Customer Success at CleverTap is a relationship-focused client management team, comprising tech experts, solution architects, and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap products. The key performance indicator of our effective and efficient Customer Success strategy is typically decreased customer churn and increased up-sell opportunities. The goal of the Customer Success team is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company. The key sub-functions of CleverTap’s CS team are the technical and knowledge enablement of customers, identifying growth opportunities for customers, and forecasting the churn risk.
We are a team of Growth Pilots where everyone works together towards a common objective:
P : Act with First Principles
I : Take Initiative
L : Seek to Learn
O : Take Ownership of Outcomes
T : Help Achieve Together
S : Speak up then Commit
About CleverTap:
CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.
The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.
CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, and Tesco.
Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta.
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!
